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Notify New Login Activity

Nhut Huynh Steve

 

 

Overview

BNM requires Setel to inform users to send reminders/alerts to notify them of suspicious/abnormal activities. The product team will be addressing this by first making login activity notifications available. To consider suspicious transaction activities in a later phase.

 

How it works

  1. Whenever we detect a new login to Setel App / Setel Lite, will auto-trigger an inbox message and push a notification to the user.

  2. Within the inbox message, it will contain a deep link for users to chat with customer ops if the login doesn’t belong to them

  3. Cust Ops to escalate the ticket to IT Ops via Zendesk

  4. IT Ops to terminate the session via ID Portal

 

CS Team L1 & L2

  1. If the user contact in relation to account_login_alert, FTA can escalate to IT Ops for further action where they can terminate the session via ID portal on the admin site.

  2. L1 do not need to escalate to L2 for this but rather a direct escalation to IT OPS in ZD requesting to terminate the login session.

SLA

IT Ops to prioritize all cases during business hours. Mon- Friday 9 am -6 pm.

For all after-hours and weekends: SLA within 2 hrs to act upon request from CS team

Moving forward, self terminate function is a way forward in which we track the implementation/target timeline. ( Ilman & Muhaimin to follow up shared in slack thread https://setelnow.slack.com/archives/C04B5L48HEE/p1669952536318029?thread_ts=1668668101.353419&cid=C04B5L48HEE - Connect to preview

CR : Account & App, terminate the ongoing session.

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